Purpose – In previous studies, historical information of customer had been used for determining customer lifetime value (CLV). The purpose of this paper is to modify CLV estimation to be applied before producing a new product. Design/methodology/approach – In this study, the CLV estimation...

Purpose Average quadratic quality loss function (QQLF) measures quality of a given process using mean shift from its target value and variance. While it has a target parameter for the mean, it lacks a target for the variance revisable for counting any progress of the process across different...

Purpose – The purpose of this paper is to propose an integrative model of leagile production and to examine its influence on the quality of products based on Six Sigma approach. Design/methodology/approach – A new model has been proposed in which the three strategies of postponement, mass...

Purpose – The purpose of this research is to propose a systematic and integrative approach for evaluating, assessing, analysing, and improving service quality and effectiveness. Design/methodology/approach – A new approach is proposed, in which SERVQUAL and overall administration...

Purpose – The major aim of this investigation is to propose a novel approach for evaluating the implementation of the European Quality Award, i.e. the model of European Foundation for Quality Management (EFQM). Design/methodology/approach – The EFQM model includes both enablers and results,...

Purpose – This study aims to integrate consumer-based brand equity for a tourism destination (CBBETD) and the theory of planned behavior (TPB) to examine the relationship between branding and customers’ attitudes toward banking services. Design/methodology/approach – A ten-minute pen and...

Purpose – The purpose of this paper is to propose an integrated model of quality function deployment (QFD) and customer relationship management (CRM) for design and delivery processes. Design/methodology/approach – After the literature review, the elements of a CRM business cycle were...

Purpose The purpose of this paper is to revise the Kano evaluation table and separating indifference attributes in order to develop satisfaction and dissatisfaction indexes. Design/methodology/approach The indifference requirements have been separated and reclassified, and after revising Kano...

Purpose – Literature review indicates lack of using the Kano model in organizational behavior domain and managers’ satisfaction. The purpose of this paper is to propose a Kano-based model for managers’ satisfaction. Design/methodology/approach – In order to examine one of the proposed...

Purpose – The purpose of this paper is to provide an integrated approach that prioritizes organizational key performance indicators (KPIs) in terms of the criteria of SMART (Specific, Measurable, Attainable, Realistic, Time‐sensitive) goal setting. Design/methodology/approach – The...